SUPPORT SERVICE LEAD

At Johnson & Johnson, the largest healthcare company in the world, we come together for one purpose: to transform the history of health in humanity. Diversity & Inclusion are crucial to continue building our history of groundbreaking and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years. Regardless of your race, belief, sexual orientation, religion, or any other trait, YOU are welcome in all open positions at the company When You Join Johnson & Johnson, Your Move Could Mean Our Next Breakthrough. Our vision is to be the outstanding Health & Wellness organization by demonstrating the commercial strategy to deliver competitive advantage and value creation for the consumer, customer, and J&J. And as part of one of the largest and most diverse healthcare companies, our brands demonstrate the company’s world-class research tools and scientific prowess to provide consumers across the globe with innovative consumer medicines, skin, baby, and crucial health solutions. You deserve to work in a place where you feel well and welcome. Please visit https://www.jnj.com/healthcare-products/consumer for more information. We are searching the best talent for a Support Service Lead to be in Bogotá The lead will be responsible for the deployment and daily operations of the Procurement Source-to-Settle (S2S) Support Services process enabling the Global User Support capability in the region by establishing and maintaining the Regional Support Services including service provider(s), Service Level Agreements (SLAs), correspondence and complaint handling processes through the deployment of Global Support Services policies and procedures. This role will be working closely with the other Regional Support Leaders, the entire S2S Support Services Team and Service Delivery Team to align goals and objectives to meet overall user experience goals and expectations, will also manage operational relationships with support service providers ensuring alignment to the Global Procurement User Support strategies and service requirements. Other responsibilities may include: Deploy, manage, and supervise operating procedures, policies and the day-to-day activities of SLA service providers, including triage to manage customer reported issues and escalation process Improve service provider performance through accountability and achievement of the SLAs Bring to bear continuous improvement opportunities that impact help desk support processes and NPS performance Connect with R2P Req, Sourcing and R2P Payment to craft continuous improvement activities Ensure Service Delivery expectations from users are met Ensure robust regionally deployed User Support initiatives have robust project and organisational change plans and appropriate regional requirements met, impact assessments, testing, training, communications, etc. Qualifications Love this role? See the requirements below! Bachelor's Degree in Business, Logistics, Engineering, or related field is required Proficient domain of Spanish, English and Portuguese is required! Knowledge of Procurement processes (Requisitioning, PO, Sourcing and Invoicing) Experience interacting with customer (customer service experience) 3+ years customer service or user support experience. 1+ years of service management experience including developing and implementing procedures, defining, and presenting customer service standards. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Primary Location Colombia-Distrito Capital de Bogotá-Bogotá- Organization Johnson & Johnson de Colombia S.A. (7755) Job Function Operations Requisition ID 2105979210W